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Info for Hospitality Professionals

Poindus Technical Policy – United Kingdom

RMA Guidelines

Instructions for the issue of Return to Manufacturer Authorisation (RMA)

 

The following guidelines are to be adhered to for any item being returned to Poindus Systems UK
Operations.

 

All requests for a RMA are to be sent to ukrma@poindus.com you will need to include the serial number of the unit to be
returned. RMA numbers will not be issued without this vital information. Please also include your company details and a
return shipping address

An RMA number is only authorisation for returning a product; it is not an approval for repair or replacement.

The RMA form must contain the product and customer information. Please provide a detailed description of the problems
encountered and include photos/videos where relevant. Non-specific entries such as “does not work” and “failed” may result in
delayed diagnosis

Once an RMA number has been issued the customer must send the faulty machine(s) and/or part (s) to Poindus with the approved
RMA form in one carton and a copy of the issued RMA Label on each carton to return. Failure to attach the label to any carton
will result in the carton being rejected and returned to sender.

All fields on the RMA form must be completed. I ncorrect or incomplete RMA forms will be quarantined awaiting clarification.
Poindus reserves the right to charge a £40 administration fee for any unauthorised returns. This will include a return to sender
delivery charge.

Any updates or queries on your RMA must be sent to ukrma@poindus.com quoting the authorised RMA number

Service not covered under warranty include but are not limited to:

1. The product has been found to be defective after the expiry of the warranty period
2. The product has been subjected to misuse, abuse or unauthorised repair, whether by accident or other cause
3. The product has unauthorised product updates and reworks by the customer which has caused damage
4. Consumable items (fuses, CMOS batteries, carton, power cord, foam etc.) and software
5. The Serial Number or barcode are destroyed/altered/rendered illegible

Important Information:

• Please make sure that you use sufficient packaging when sending items, as Poindus UK Ltd cannot be held responsible for breakages to inbound
items.
• If insufficient packaging is used a £5 + VAT charge will be applied for replacement packaging to ensure safe return of your item.
• Please ensure that any data on the unit that you wish to keep is retrieved, before shipping the unit back as Poindus UK Ltd cannot be held
responsible for any data loss.
• Please see attached the Poindus UK repair charging structure, by returning goods to Poindus UK you accept the charges as attached.
• If any of the information detailed in this RMA is not correct please contact us as soon as possible by replying to this email.

On receipt of the goods at Poindus UK Ltd:

• An Initial Inspection will be carried out.
• The repair will only be undertaken once acceptance has been authorised by the receipt of the customer’s Purchase Order or payment in full (if
required).

RMA – Important Information.  Please Read

  • Items that are returned without a RMA number clearly marked on the box may be refused and returned to you.
  • Please make sure that you use sufficient packaging when sending items, as Poindus UK Ltd cannot be held responsible for breakages to inbound items.
  • If insufficient packaging is used a £5 + VAT charge will be applied for replacement packaging to ensure safe return of your item.
  • Please ensure that any data on the unit that you wish to keep is retrieved, before shipping the unit back as Poindus UK Ltd cannot be held responsible for any data loss.
  • Please see attached the Poindus UK repair charging structure, by returning goods to Poindus UK you accept the charges as attached.
  • If any of the information detailed in this RMA is not correct please contact us as soon as possible by replying to this email.

PRODUCT DEAD ON ARRIVAL (DOA) POLICY

Poindus Systems UK normally allows Customers to return products deemed to be “Dead on Arrival” (“DOA”), however all returns are at Poindus UK Ltd sole and absolute discretion.

Procedure

Where a product fault has occurred within the first 30 working days from date of invoice, the product will be deemed to be ‘DOA’ and the product will be replaced free of charge in line with the Poindus Systems UK Terms and Conditions.

Product fault for “DOA” are considered to be;

  • Electronic Failure
  • Software corruption
  • Image loading error
  • Tamper Evidence
  • Power Failure
  • Physical damage (provision evidence would be expected)

 

DOA TIMELINE

Customer Poindus UK Poindus UK
REPORT RETURN CREDIT
Within 10 working days of invoice date Within 10 working days of report Timescale dependant on Quality check of returned goods
REPLACE
Within 10 working days of report

 

 

Invoice for
replacement 
Credit note issued on DOA receipt

         

 The Customer will initially report the fault to the designated account manager who, depending on the nature of the fault, may contact the technical support team to undertake initial diagnosis.

The technical support  department  will  try  and  fix  the  fault  by  telephone,  or  if  applicable,  by  sending  a  customer replaceable part.

Failing this the support department will issue the customer with a Return to Manufacturer Authorization (RMA) Number. This reference number must be used on all correspondence and Poindus Systems UK will not accept delivery of any product where a Returns reference number has not been issued.

The Customer is responsible for ensuring that the product(s) are returned to Poindus Systems UK in their original and undamaged packaging together with any associated discs, manuals and cables.

The return of the “DOA” product will be arranged between the Customer and Poindus Systems UK and should be agreed to take place within 10 working days of the initial report (unless alternative agreement is made).

Shipping

Poindus Systems UK will pay for the collection and return of ‘DOA’ product from UK and Ireland Customer sites. Where damage on outward shipping is to be considered, Poindus Systems UK may request for the customer to provide photographic evidence of the damage prior to return shipping.

Poindus Systems UK will pay for the shipping and where Customer contract has included; the installation of all replaced or repaired units back to the customer.

In the event of any Customer delays or changes to the replacement or return an agreed “DOA” product the Customer will be liable for any additional charges incurred by Poindus Systems UK.

Refund &/ Replacement

The refund and replacement of faulty or defective Products is subject strictly to Poindus Systems UK “Dead on Arrival” (“DOA”) policy.

Where replacement product(s) have been agreed these will be dispatched within 10 days of the report of the “DOA” product(s) to Poindus Systems UK.  On shipping of the replacement product(s) a new invoice will be generated on the Customer‘s account offering new warranty terms and as per Customer agreed account payment terms.

A credit note will be generated on receipt & preliminary checks of condition of the “DOA” at Poindus Systems UK. In any instance where the “DOA” fails the preliminary condition checks the product will be passed through the full Returns & Repair cycle and the credit note will be issued once a full report has been provided.

In circumstances where return of product(s) is permitted and refund has been agreed by Poindus Systems UK then Poindus Systems UK will issue a credit note on a Customer’s account so that the invoice for the relevant product is deemed cancelled.

Further information is available within our full Terms & Conditions.

Repair Price Structure

Description

Inspection Charge

Meaning

NFF (No fault found) £35.00 Extensive tests completed, unable to replicate fault.
BER (Beyond economical repair) £35.00 Unit is not cost effective to repair, the unit will be returned unrepaired.
Declined repair quotations £35.00 In the event that a repair quotation is declined, the unit will be returned unrepaired.
Administration fee £35.00

Applicable when an “in-warranty” unit, is returned for repair that was not originally purchased from Poindus Systems UK.

 

If the unit is out of warranty the admin fee will not be applied.

Packaging £5.00 If a unit is returned to us with insufficient packaging this will be replaced to ensure safe return of your items.
**Prices above exclude VAT & return carriage**

In warranty returns:

If the goods are under warranty, they will be repaired/replaced by Poindus Systems UK or forwarded to the relevant supplier and the customer will be advised of the lead-time for the repair/replacement.

Out of warranty returns:

If the goods are out of warranty, a quotation for repair will be sent to the customer for approval.

Payment:

The repair will only be undertaken once acceptance has been authorised by the receipt of the customer’s Purchase Order or payment in full.

***By returning goods to Poindus Systems UK you accept the charges as listed above***

 

If you are unsure or would like further information, please contact your account manager in the first instance. Tel. 0330 555 0081 (option 1)

Poindus Systems UK Return Label

Logo

POINDUS SYSTEMS UK Returns Department

RMA NUMBER:

 XXXXX

POINDUS SYSTEMS UK LTD
12 Chancerygate Business Centre
Whiteleaf Road
Hemel Hempstead
HP3 9HD

PLEASE AFFIX THIS LABEL TO THE OUTSIDE OF ANY BOXES THAT ARE SENT TO POINDUS SYSTEMS UK TO MAKE SURE YOUR ITEMS ARE PROCESSED WITHOUT DELAY

BOX  X of X

PLEASE CLICK HERE TO DOWNLOAD THE RMA LABEL

Poindus Technical Policy – Global

Service Policy

  • Warranty period: 2 years for Poindus standard product.
  • Warranty coverage: Poindus standard products, excluding mechanical parts and cosmetic issues.
  • Poindus’s customer should return failure parts to Poindus or Poindus branch if purchased from branch directly for repair or exchange.
  • Poindus repair Turn around Time is in house up to 14 working days (Customer will receive an RMA No. for tracking purpose)
    It is possible to obtain an exchange unit if the products were purchased directly from Poindus and the product is DOA (Dead-on-Arrival).
  • IWC (In Warranty Case) – Poindus’s customer takes inbound freight, Poindus takes outbound freight. (Appendix A)
    OOW (Out of Warranty)/ NDF (No Defect Found)/ CID (Customer Induce Damage) cases – Poindus’s customer takes inbound and outbound freight.
  Shipping paid by
  Warranty Status From Customer to Poindus From Poindus to Customer
  In Warranty Customer Poindus
  Out of Warranty Customer Customer
  DOA Poindus Poindus

DOA (Dead on arrival)

  • It is possible to obtain an exchange units during if the products were purchased directly from Poindus and the product is DOA (Dead-on-Arrival).
  • For DOA, Poindus will take care both of outward and inward transportation charge.
  • For DOA period, please refer to the next page.
  • Exclusions from Warranty

    The product is excluded from warranty if

    • The product has been found to be defective after expiry of the warranty period.
    • Warranty has been voided by removal or alternation of product or part identification labels.
    • The product has been misused, abused, or subjected to unauthorized disassembly/modification; placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure caused which Poindus is not responsible whether by accident or other cause. Such conditions will be determined by Poindus at its sole unfettered discretion.
    • The product is damaged beyond repair due to a natural disaster such as a lighting strike, flood, earthquake, etc.
    • Product updates/upgrades and tests upon the request of customers who are without warranty.

DOA Period and Definition

  • DOA Period and Definition:
A product is DOA (Dead On Arrival) if it is defective or does not operate according to the product specification within the following times, counted from the date of shipment (Invoice date) from Poindus.
  • Air Shipment:10 working days
  • Sea Shipment to Asia:15 working days
  • Sea Shipment to Americas:25 working days
  • Sea Shipment to Europe:30 working days

Customer must to provide necessary documents to prove the delay shipping, Poindus will agree to extend DOA period that is case by case.

  • Poindus reserves the right to refuse DOA claims after the defined period above.

 

Obtaining an RMA Number

  • All returns from customers must be authorized with an Poindus RMA (Return Merchandise Authorization) number. Any returns of defective units or parts without valid RMA numbers will not be accepted; they will be returned to the customer at the customer’s cost without prior notice.
  • An RMA number is only an authorization for returning a product; it is not an approval for repair or replacement. When requesting an RMA number, please mail to Poindus service e-mail vic.wu@poindus.com
  • The RMA form must contain the basic product and customer information and a description of the problems encountered in detail in “Problem Description”. Vague entries such as “does not work” and “failure” are not acceptable.
  • After customer received the RMA No. customer will send the faulty machine(s) and/or part(s) to Poindus with RMA form and RMA No. with 
each carton.
  • If you are uncertain about the cause of the problem, please contact Poindus’s customer service engineer. They may be able to find a solution that does not require sending the product for repair. 
The serial number of the whole set is required if only a key defective part is returned for repair. Otherwise, the case will be regarded as out-of-warranty.
  • We give maximum 1 year warranty on the spare parts used for repair or until the regular warranty of the repaired unit expires.

Obligations by customers

  • Please report any damages to the shipment, (cartons, Boxes, etc..) immediately to Poindus or our Poindus branch if purchased from branch directly incl. pictures of the damage.
  • OBT: Out of Box Testing
The customer is requested to test up to 5 units of the delivery to confirm functionality.
  • In order for RMA center to proceed with the out of warranty repair the customer needs to reply “YES”. If Poindus don’t receive customer’s agreement within 2 weeks, Poindus RMA center will return back your RMA goods.
  • If customer decided not to repair the out of warranty parts or didn’t respond to the repair quotation, customer is responsible for the freight cost (shipping fee) for the out of warranty RMA return plus $20 USD for the processing and handling fee.
  • For NDF cases, Poindus reserves the right to charge a handling fee in the amount of USD 50.00

End of Life Policy

Customer have 6 months time period to buy spare parts from the date of announced phased out product(s).
Customer will be informed by Poindus’s Sales Division for any discontinued components and/or sub-assemblies.
Poindus will continue to offer and provide warranty repair for the EOL products at least two (2) years from the Last Customer Ship (LCS) date announced.
Below is time table for PCN(products change notice)/EOL(end of life)

  Milestone Definition  Date
  Official EOL Notice PCN/EOL announced  January 1, 2016
  Last Customer Ship Date The product is no longer for sale after this date  June 30, 2016
  Last buy time period Last buy on spare parts or components before this date  December 31, 2016
  End of Warranty Repair Repair service will be based on product’s warranty  Latest June 30, 2018

*Dates are for reference only.